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4.2 1037 Reviews

Regus Complaints Summary

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210 Unresolved
Our verdict: You can expect a very good level of service from Regus. To navigate their system effectively, thoroughly understand their service scope. Check online forums and review sites for others' experiences. When contacting customer service, clear and concise communication can help resolve your issues faster.
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2:17 am EDT
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Regus Refund my retainer

(Update) Do not delete my post! I told you my account number is 9054006!

I sent Briana of Regus an email about how the procedure was going this week. As expected, I didn't get any reply yet from Regus.

Sandra promised me to escalate my procedure below, however, when could I get it safely?

Here is my summary to strive for a refund of the retainer.

1. August 31
I sent a screen capture of the system error by email because of the error of 'Request of A Retainer' under the 'my account' of Regus portal.
(Sandra, I used the portal at first, however, your system made an error.)

2. September 14
I asked a receptionist to help my issue to the Regus help desk. I realized that my 'request for a retainer' of my account portal had been disappeared. When I told a receptionist about the issue, she told me it was a good sign, it usually disappeared when the refund process had been started. (Sandra excused my late refund process from my manual process, however, I applied it from my portal but you deleted the function.)

3. September 22
I made a virtual office agreement with Regus and got an invoice to pay the monthly fee. It was so ridiculous that regus did not care about my 2-month retainer for office, however, it requires payment for next month virtual which was a much smaller fee compared to my receivable from Regus. I sent Regus how my retainer process is going?

4. October 6
Rather than a reply on my retainer, it warned service suspension if I didn't pay its virtual fee. I contacted them about how processed my case after paying the fee for a virtual office.

5. October 8
I called Regus account desk and Dom S. got my call. After verifying my portal which ' my request for a retainer' had been disappeared, she sent me a form to let her know my bank information, which meant they didn't process my request until that day. She apologized to me and promised me to rush to send me it by coming Wednesday.

6. October 14
I still didn't get my retainer back. I could talk with Myesha. She promised me that I could get it on October 19 because it took 48 hours.

7. October 19
I couldn't get my retainer and called them. Jone V got my call and requested me to use 'my request for a retainer' of Regus my account portal because there was no history about my case. What a ridiculous it is! It made me crazy and I asked him to talk with Myesha or Dom. S. Where's gone them? He hung up my phone rather than transferring my call to them. With whom I spoke until now?

I called them again, which procedure took my time for 3 hours. Briana got my call. She replied to me by email that my case had been started.

I posted the review here and Sandra replied to me. She would do her best to escalate my process by letting them know this terrible status.

8. October 23
One business week has passed since I post it here. I sent an email to Briana and asked how my process going on? Of course, she did not reply to me yet!

It took almost 2 months. Regus always emphasized that it keeps its policy. According to its policy, the retainer took 30 days to get back to the tenant. Regus keeps its policy for payment from customers, only. When could I get my retainer back?

9. October 23 evening
I got an email from trustpilot. Regus flagged by its software or its Content Integrity Team because they have been unable to verify my authenticity rather than returning my retainer back!

Hey Sandra and Regus, just return my retainer back then I would not post anymore!
Do not delete my post, I will copy and paste it to spread again and again. I am so frustrated.

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4:41 pm EDT
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Regus No one answering the phone

I have an account with Regus at 6080 Center Drive, Los Angeles, CA 90045 address. I had a customer who sent a very sizable check to this address on September 2. I have called countless times trying to catch someone in the office. I emailed Sandi, who emailed me to let me know that the office would be closed on Labor Day, with no response. On July 1, 2020, when I emailed, I was told that I had two pieces of mail there that they would forward. I successfully received my mail in July. Since that time, I can't reach anyone by phone and I have not received mail that my customers told me they sent me. Is Regus out of business, and has the staff been laid off?

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5:45 pm EDT
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Regus Regus virtual office - I do not recommend.

UPDATE: Regus underperforms again.

This is has been a 30+ day fiasco of deflection, obstruction and broken promises. I received this email from Regus 10 days ago:

[Regus] "I hope that you had a good weekend and that you are well. I'm sorry for the delay in your refund. I checked on Friday and it still showed as "pending" in our system. I just now checked and it shows it's complete. Please allow 3-5 banking days from today for it to reflect on your account."

10 days later, no indication the payment to me has transacted.

I do NOT recommend Regus as a vendor. Their back office - accounting and customer service is absolutely horrible.

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Mishael Kim
, US
Oct 24, 2020 2:36 am EDT

This is exactly what I had. They told me to wait because it is under processing. When I contacted them, I need to another time because the process should be started over. I just want to return my retainer back from them... I want to hear who succeed to get back their retainer and how long it took and how many times they requested the process...

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5:06 pm EDT
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Regus Virtual office contract

My company, Account number: 9422072, enrolled in an agreement on December 27, 2018 for the 2019 year (01/01/2019 to 12/31/2019). At the end of the year, we cancelled our agreement with them and one of their employees (after conferring with his bosses) waived the 90-day cancellation rule for the renewal and canceled it for us, or so we thought. However, we were charged for January 2020 and February 2020. By then, I called Regus and asked them why we were being charged. They asked me for email proof that our contract had been cancelled which we provided. However, after multiple calls to the headquarters and our local office in Silver Spring, MD, Regus went back on their agreement to cancel our renewal and continued charging us even though we never again utilized any of their services. Our account has currently been sent to a collections agency as we refuse to pay for a service we did not receive. I would like for Regus to take our account out of collections and do away with any outstanding payments for the year 2020.

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RTV888
San Francisco, US
Jul 29, 2022 6:39 pm EDT
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I experienced the same thing. I signed a contract with them a few years ago and they automatically renewed it without telling me. When I called, they said I was locked up for a year. A virtual lease cannot be considered a rental property agreement. The agreement should just be a membership contract that can be canceled at any time by the customer. They only provide virtual addresses as part of their services. Even if you need a room during the day, you need to pay, just like any other member. There are many advantages to a gym membership contract compared to a Regus contract, and it should be treated as such. Payment is the only way to receive a service. In other words, clients who do not pay cannot access the premises. Regus should be investigated for this contract since it is unscrupulous and is meant to deceive and exploit the public.

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Sandy112
, US
Mar 10, 2022 4:28 pm EST
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I wish I did some research on this before signing a contract 2 days ago. The sales representative I spoke to gave no information or explanation of what it entails. I got a contract and thought I was signing for a month, not realising it was a whole year. I am yet to even set up a payment method but after advising I would not be able to make 2 months payment in advance and would like to cancel. I am being threatened late fee charge and collection. Is there anyway around this?

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Alan Franco
, US
Oct 26, 2020 6:21 pm EDT

I have had months of misery trying to reach a Regus Manager. My account number is 7339927. I contacted them in March because I have been unemployed due to COVID. I asked for a discount because the office was initially only open for an hour a day and they were not providing the services that they were supposed to. I have called customer service over 10 times asking for a manager and no one has ever contacted me. This is beyond AWFUL. I was told initially that they were offering 50% discount for 3 months. I never got this ! Then they told me that I would have had to write to them asking for it prior to May 2020. I DID DO THAT and sent them the proof. They still did nothing to assist me.
I Have called them, written them and asked for a manager over 10 times and NOTHING. They are AWFUL ! It is a fly by night company with zero customer service. They keep telling me I have to abide by the contract . I never signed a contract with them but if I am paying for services they need to provide services! They cant expect people to pay for nothing. I understand they are declaring bankruptcy but this doesnt give them the right to defraud customers.
I just dont know what to do here. Can you help me?
Any prospective customers STAY AWAY !

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1:22 pm EDT
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Regus Asked to pay 1 year for a service we never used.

I have contacted them online then an agent named Mary Rose kept on pushing me for the discount even if I told her I was busy. She asked me to fill out some stuff and she will just add others later.
Then my sister was supposed to pay for the downpayment in cash at Rockwell but they asked for a credit card so we said we will not continue. She didn't bother tell me how to cancel. Instead, she gave me a site to log in. I checked once. Now they want me to pay a year for something we never used.

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3:11 pm EDT
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Regus Misleading info, hidden charges & incorrect invoice

I am not sure if there is missmanagement here or an organized way to collect money?! I can see a lot of people had similar issue to mine, it's all around money they paid and invoices!

In short, I started to see charges that I never agreed to pay. The office rent and other charges were much higher than the area average that I agreed with Regus in our contract. They charged me AED 100 for amenities even though I didn't visit the office, they charge me AED 99 for company signage board (They say it's government requirements, but I don't think so!). When looking at the T&C, there was nothing specified that we would be charged for apart from the agreed rent amount.

My story:
The sales manager who sold me the package in July 2020 misrepresented the pricing information to me and didn't provide the correct rent amount details. The offer that I got was the two months rent waiver. I signed the contract on the agreed rent amount but the first invoice was issued with a higher amount, which I disagreed with.

Upon issuance of the invoice, I exchanged several emails with the sales manager and community manager and I received an explicit email from the sales manager about the rent amount that was initially agreed with. The same issue occurred again when a new invoice was issued in Sept with a higher amount.

We started another chain of emails, had phone calls to clarify but there is a clear denial on what was agreed with me at the beginning. Also, the contract that I signed is not being considered.

A meeting was held in Sept with the sales manager and community manager to clarify the issue around the invoices. It was clarified and agreed during the meeting that inaccurate info was given to me about the charges and hence, it was agreed to consult with management for a better resolution and to come up woth a fair outcome. Few days later, I received an email from the community manager stating that the fees provided by the sales manager in Sept is correct (without making referent to the contract or to July's email), which is not in line with what was agreed and discussed during the meeting. I am a bit surprised and disappointed as the communications don't seem be consistent when exchanging emails, phon calls and face to face meetings! There is no transparency at all and this is clearly misleading.

The solution I see here is either charge the same rent amount that I signed up for initially or terminate the relationship with Regus, and move to another office where terms were a bit better, and bills would be more manageable.

Unfortunately, nobody from management seems to take over my complaint that started as soon as I received the invoice and the matter keep coming back to the same individuals without a resolution. It's nearly impossible to get in touch with General Manager in Dubai Office!

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2:52 am EDT
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Regus Office contract

I am a paying customer at this location since December 2017. Recently (May 2020) I extended my company's contract for one more year. But then Covid-19 led us to losing partners and customers, no flights into Thailand were possible anymore.

I ve've asked the "community manager" at that location to postpone the contract for 3 month (September to November 2020) and give me much cheaper room for these 3 months and then (in December 2020) continue the contract.

There is plenty of (cheaper) space available in this location and REGUS wouldn't lose a single dollar. But still they did not a agree and just me scanned parts of the "house-rules", basically stating that they are not responsible what's happening outside there premises.

The last message, after waiting for a reply to may emails for 8 days was
"As per checking with our management the process move to smaller room is cannot due to Terms & Conditions. So sorry for your inconvenience."

I was asking to talk to that "management" - no response. Someone out there (like good English speaking REGUS managers) whou are able to help in this matter. I would only need a 3 month period of a lesser rent to recover from Covid-19. I also fear that they just didn't understand my proposal and that I don't want to quit the contract.

Kind regards
Dieter

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8:57 pm EDT

Regus Retainer refund

I paid two retainers each for 793.05 in March and May. I moved out of the office in Montreal in Robert Bearaussa end of June. However, I still don't have the retainer back after 3 months. If you don't want to give it back, please inform me so I can take a legal action through my lawyer to get reimbursement

Thanks,

Sati

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Thomas N.
, US
Oct 01, 2020 5:47 pm EDT

Good luck. Crush them.

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6:25 pm EDT
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Regus Desk at fleet street London

I signed a 6 month contract for a desk in January this year. The contract I had asked to last only 6 months as I am an early stage business. Due to covid there was no access to any support and even with the government lockdown meant that I was paying for a desk for months on end that I could not use. At the end of April I recieved an automatic renewal to which I called Regus and sent emails stating I did not want to renew my contract. It was only after a week and half later that I recieved a notice stating that the person (Gemma) was on furlough. When I tried to contact the office and head office I was met by rude, unhelpful people saying that I had to terminate the contract 60 days otherwise it renews. I explained that I had contacted prior to that for help on how to and sent the emails as proof. I then recieved again another rude response basically telling me that I still had to pay.

I honestly dont want to go down the legal route with this and I have tried every way to try and resolve this. I explained the situation with my business with covid and the fact that I've continued to pay for a desk when I had no access to it and this cost has crippled my business. I even explained that I didnt want to leave Regus completely just to downgrade to a registered office until my business is in a better position, but there has been absolutely no support. I am forwarding this to my local MP because I cant seem to get any support on resolving this.

Kindest regards

Ann-Marie Stephenson

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Update by Ann80
Sep 10, 2020 4:13 am EDT

Dear Sandra Melody,

Thank you for replying to my message.

When the fleet street office finally got back to me, they had also said I should have recieved the same renewal email that you spoke about. I recieved nothing on the 9th April, however I did recieve an email at the end of April to which I replied to saying that I had not wanted to renew my contract (this is why I started to make contact with Regus). I completely understand that during this time we were in the height of covid, I myself had to shield from March to August so getting any real response was difficult but I was persistent in trying to seek help to sort this out within a reasonable time frame.

I called and emailed the office sending all the emails I had asking how I cancel this when there was no cancellation button in the email. My point is I was in touch with Regus long before 90 days before my contract ended, had a member of staff just helped me to understand how to cancel the contract this situation would have been resolved- instead I now have to contemplate folding my business due to this nightmare and the struggle to pay for 6 months of a business that could fail due to Covid.

Kindest Regards

Ann-Marie

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8:14 pm EDT
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Regus Billed for canceled services

I took a tour of the Regus Workplace building at 309 Fellowship Road, Suite 200, Mt. Laurel, NJ 08054 on 8/30/2020 because I am planning to open a new counseling practice, but it was contingent on my bank financing appointment.
I met with Douglas Page, sales manager, and we signed a Virtual office agreement at $59 a month and was also charged a $59 deposit in order to be able to use their address on business cards with a verbal agreement for a special rate for a regular office for 10/1/2020. Mr. Page told me he would email me because he needed approval for a special rate from the corporate office and sent me a form agreement for the pending upgrade which I signed in good faith. I was not able to obtain my business line of credit because my bank was focusing only on PPP loans and I canceled the agreement via email on 8/10/2020. Their office responded that I needed to cancel via their corporate myregus.com account for their main office in CA, as the local office is not responsible which I immediately did and was confirmed. However, their system generated a cancelation date for the future to negate the opportunity to regain my deposit for the virtual office.
Regus continued to charge my credit card for another month on 8/21/2020 for unused services which I disputed with my bank. Regus is now threatening me to charge me for the rent and 2 months deposit for the October office that I cannot take or pay for or it will go to litigation. I have already taken for granted that I will not get my original $59 deposit back and I am seeking to prevent the organization from causing further financial harm. I tried calling Regus customer service and Today I received another bill for $584 for the canceled office which I do not even have keys for.

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2:05 pm EDT
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Regus I am complaining about changing my office

Since I need to stay home to take care of my daughter until schools are open I don't need my space for now. I have a clause in my contract (No. 41 in the attached picture) that lets me to change my room in the center and go to another room. But they say the word "move" here means "upgrading"!
I want my room to be changed to a shared room. Whenever I need a bigger room again I will ask to change to a bigger room again.
I have attached the picture of a part my contract in which it gives me the right to change my room.

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12:25 pm EDT
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Regus Account renewal

My membership expired on 7/31/2020, as indicated in the attached screenshot.

Expectation was that membership would lapse, and I would not be charged. Did not notice that this was not the case, called accounting number to discuss.

Was told that the expiration date display was a system error, and could not be refunded what was already billed. Furthermore, I should have proactively terminated my agreement. Asked for instructions on how to do that, was directed to navigate to the second attached screenshot.

Another (or the same?) system error resulted in that link being missing, which contributed to my original assumption that the account had been terminated.

Unfortunately, "Regus does not issues credits", and only the system error could be resolved, i.e., expiration date could be removed, and my ability to proactively terminate my account, *which was what I was told I should have done in the first place*, could be restored.

In addition, I was offered a choice of two COVID relief packages, which basically amounted to signing up for either 1 or 2 more months of payments for a service I cannot use, due to COVID (ironically).

All in all, a very disappointing experience with Regus / IWG. If any customer representatives would like to reach out to me, I would welcome some further explanation.

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Update by aou
Aug 28, 2020 4:54 pm EDT

Hello Sandra, I sent you an email as per your request. I would appreciate a response.

Thank you.

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9:43 am EDT

Regus Retainer not refunded

In Feb 2020 when my contract was about to terminate, I had confirmed with your accounts team about refund of the retainer deposit. They mentioned it would be done in 45 days and now it is August 2020

My registered email ID is piyush.[protected]@acmatix.com and room number was 1115 in Earth Arise, Ahmedabad.

This is fraud that is being committed.

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2:27 pm EDT
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Regus Regus customer service

We been waiting more than 12 weeks for a solution from Regus but without success. Regus have requested that we pay in full for the lockdown months which is ridiculous as other on the same floor have had discounts applied and considering the situation, your organisation should be more understanding!

We have a trail of proof regarding various emails, calls and voicemails left, since March which have been ignored continuously on top of that we have been treated by your staff with arrogance and attitude which is very unprofessional, this constitutes as negligence and is a breach of your Regus Service contract!

Your staff continuously laugh on us saying that we can not get the attention of any of the above managers and they will not give as any email address to ask a solution above the center team and helpdesk team. I believe that can not be true as your organisation it is worldwide and for your staff to say that it is really embarrassing.

Regus last year cancelled our contract which at the time we had a call with you and then asked you to cancel the proposed contract to which you said was illegal and couldn't happen but yet you could cancel ours? This has been a consistent problem with Regus messing us around and we fed up with this and want something sorted out regarding the initial question!

We have been trying to contact you guys since the end of March to sort out the account but without any success as you never pick up the calls or listen to the voice messages and have spoken to many colleagues who keep telling us that their is no issue such as (Sam, Gintare, Freida, Iveta, Pierre, Omer, Vera account helpdesk etc)

Workspace Group Plc, BE offices and WeWork businesses which have been reasonable with their customers during the lockdown time and even going forward... why is it Regus cannot be accommodating?

This it is negligence and it is a breach of the contract conform to the Unfair Contract Terms Act 1977.

Please kindly review the situation and get back to us as soon possible, we been waiting for months for Regus to get back to us and never did it with any solution. We cannot return to the office due to this issue and need to get things ready and its really frustrating.

We always get problems with REGUS so please correct this otherwise we will have no option but to move forward with the next steps.

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Peter Van der Lende
, US
Jul 27, 2020 12:02 pm EDT

Regus is by far, by far, the worse company I have dealt with during the COVID crisis. Most companies I dealt with ramped up their response and/or put programs in place to apply flexibility. Regus did the exact opposite. I couldn't reach them at all and they kept charging my credit card. They wouldn't let me change the payment options online. I had to call my credit card company and block Regus. The result? Debt Collection Agency demanding payment for services I can't and don't want to use. I finally got a helpdesk person on the phone. Response? Contract = contract, COVID or not. You can't get out of this and need to pay. I called the local Area Manager on her cell phone. Same answer. By far the worse company I had to deal with over the past few months. I urge anyone to NEVER get into a Regus contract.

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Regus
Chertsey, England, Surrey, GB
Aug 03, 2020 4:18 am EDT
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Hi Peter, Thank you for escalating this. Transparency is key to us and our teams go to great lengths to ensure that any customer queries are clarified. You contacted your account heldpesk five times in July 2020, and our comments have remained consistent. Your current agreement will expire on 31 October 2020; it is a business commitment and we cannot break it.
We are proud to have helped hundreds of thousands of customers during this unprecedented crisis. We are deeply sorry if it’s affected your business negatively. However, your offices and services have remained available and Regus cannot take responsibility for any decisions you have taken to reduce costs. Please understand that we also have a business to run, with our costs, and it’s not unreasonable to ask our customers to pay for services that we provide.
Please remember that you can update your invoices through your online account, and you can also amend your payment method there.
Should you wish to discuss further, please contact me at sandra.melody@regus.com. Together we can look at the alternatives we have to help your business.
Thank you,
Sandra Melody
Head of Customer Services

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meeguel
, US
Aug 10, 2020 6:10 pm EDT
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This is the worst company ever, Regus is hurting many many of their customers in the pandemic.

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Regus
Chertsey, England, Surrey, GB
Aug 17, 2020 4:11 am EDT
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Replying to comment of meeguel

Hi Meeguel,
We are deeply if this terrible crisis has impacted your business negatively. We have helped tens of thousands of customers so far and are proud of it. However we appreciate a bit of cooperation and do not accept your comments.
Should you wish to discuss further, please contact me at sandra.melody@regus.com.
Thank you,
Sandra Melody
Head of Customer Services

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4:20 pm EDT
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Regus Makes me pay for services which were not provided

This actually started on the first day I entered into the agreement with Regus. When I decided to sign an agreement with their Moscow office in mid-Jan (for the business lounge only), I was told to pay for the rest of Jan and full Feb so as to get access. Ok - did that and started. Since that time nobody never contacted me re payments regime or anything (client-oriented business). Business as usual - my "manager" Ms. Sabina Tsyganova spent her time on selling me a contract, that was enough.
So next payment was made by the end of Feb (for March) - because I was mislead that its due for a forthcoming month (not two months in advance as it happened to be).
When Covid situation started no business-lounge services were provided in April and May in Moscow, so I didnt even think of paying for this but was surprised to see new invoices and terminated my contract (with settled termination date of 31 May).
Again - after no calls and no other attempts to contact me I was informed in the end of June by the e-mail robot that all invoices from Regus are unpaid, and this is going to be fixed by lawyers and debt collectors. After spending couple of weeks on sending proof of payments fo Jan-March they insist on paying for April and May. The only argument is "you should do that according to the contract" (Valeriya from devt collection team repeated this 3 times in her e-mails). Apparently this is stronger than "Regus didnt provide any services to me in April and May". Which argument should be stronger in the court?
My account code - [protected].

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Regus I have experience unethical behavior from regus from the lateral part of march 2020, thru early part of june 2020

THE SERVICE WAS TERRIBLE: LATERAL PART OF MARCH 2020,
WHOLE MONTH OF APRIL & MAY,
BEGINNING OF JUNE 2020. IT GOT BETTER THIS MONTH.
I NEED TO BE COMPENSATED FOR EACH MONTH OF SUCH BAD SERVICE.

LETTER WRITTEN TO DEBT COLLECTION NALA JUNE 17TH
I truly, look forward to paying what I owe but I do not owe that amount. In the Month of March, after the 20th(give or take) there was no one working the front desk. I along with other clients began to not receive mail and packages that were told was sent. In the Month of April and May, there was no one at the desk. I did not receive mail except on several occasions where I saw several of your clients looking through a pile of mail on the front reception desk. I could not believe someone would dump the mail on the front desk so that anyone could go through it. In the last week of May, someone from Regus was at the front desk but had no idea what to do. Several other prior employees of Regus came back to work, one quit within two days another has now been here for about two weeks to this date. I WAS INFORMED THEIF WAS OCCUR IN OFFICE. IT WAS A NIGHTMARE. There was no 6 feet distance set up in my shared space and people didn't were mask. things have begun to change for the better this month(June 2020).
More than 7 times I've called to discuss these problems but either had to hold for 4 hours without a response or I left my number and was told by your answering service someone would call me back, still haven't.

Regus Account Helpdesk

Special offer COVID 19 relief CRM:[protected]
Yahoo
/
Sent

Regus Account Helpdesk
Subject: Special help for customers - COVID-19 Dear Sarella, We are pleased to offer you some relief during these uncertain times. Please review the special assistance we are offering (account 8325586 ) and feel free to contact us if you have questions. What is the special offer? Offer 1 A discount of 50% on both your May and June monthly Office fees We will extend your current agreement for a further 3 months with no increase in price OR Offer 2 A deferment of 50% on both your May and June monthly Office
Fri, May 15 at 5:36 PM

Sarella Johnson
To:
Regus Account Helpdesk

Fri, Jun 26 at 7:27 PM

I've talked with several of your representatives again the Month of March, April, May, and even the beginning of June I did not receive the services that are in agreement. The office was not set up according to distancing and usage for members. If someone was in the office I couldn't use the office because the distance was not implemented. The lateral part of March and throughout April and May there was no Regus Representative, my mail with others was not available. No one had a key to the mailbox also I didn't receive mail that was sent. The kitchen area was unclean especially the microwave.

There was no feedback from a Regus Representative as to what to expect or procedures that would be taken due to the Coronavirus. On one occasion There was a lady at the front desk, I asked her was she with Regus she wouldn't even speak to me, just to find out that she is a manager and I was told: "that's just her personality". I've been with your company for a minimum of 25years and never experienced such unprofessionalism.
Why is payment even being requested for the month of March, April, and May with such unprofessional service. The beginning of June wasn't ok but now things seem to be more professional. Truly I want to pay, but with fair compensation of the lack of service that wasn't given in March, April, May, and the early part of June 2020.

Sincerely,

Sarella Johnson LLC

Having a co-op desk it has been very uncomfortable because of the distancing and those that choose not to wear a mask. With the Governor's regulations, it was impossible to be in the office with another person desks right behind me less than 6 feet distance and not wearing a mask.
I really needed to use the office to try and kick start things because even my business was impacted due to the coronavirus 19. It has been unprofessional and no information was given as to what Regus was doing to make sure the office was running safely. I DONT MIND PAYING but I want to be compensated for the month of the lateral part of MARCH, APRIL, MAY, and the first week of JUNE for the unnecessary problems I had to deal with that I should not have encountered.

Sincerely,

Sarella Johnson LLC

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Regus Office space

Regus is making money by hiding the cost structure in small print, locking you down in contracts you can't get out of, money extortion, misinformation, no liability for not providing the services they charge for, and now the small business relief claim in the UK which I just started getting to the bottom off. Using small businesses to make money this way is probably the most evil thing I've seen a big corpo do in a while. I am looking for Regus present and past customers with similar experiences, and a lawyer that will help us fight it.
Here is some more information on what happened to us:
• I first got membership for a shared office space for me and my team, which after a few months got so full that there was nowhere to sit
• After a few months of struggle we finally got our own office space in Regus London where ID cards, doors, printers and toilets weren't working. The number of desks that we requested wasn't provided, we had to wait for weeks for ID cards to access the office, and were told to use the toilet in a cafe across the street on numerous occasions. We did not receive any compensation although multiple complaints have been raised.
• When upgrading to the private office, we were asked to sign a new contract. After a few weeks from the upgrade I started seeing random amounts of money leaving our bank account with no explanation
• In the same time we started receiving letters from the debt collection office saying we have payments outstanding.
• It took 4 months and 5 different people from the London office and the accounts helpdesk to find out that we in fact have multiple different accounts set up that we're still being charged for, none of which were set up by us.
• Every person that has helped us get to the bottom of what we're paying for or why we have so many accounts opened has either left or disappeared after a few weeks leaving us no choice but to start from scratch. This has been by far the most stressful and energy draining customer service process we've ever experienced
• After months of chasing and asking we finally found out what the additional charges were referring to a page of a document which is linked to the T&C which are linked to the payment page when you first open the office account. These T&Cs were accepted in a form of a tick box and I have not seen them or received a copy of it or supporting documents ever since, let alone been notified of all these extra charges that would be applied.
• Having asked if we can terminate the contract due to Covid we got a straight-up ‘No'. We are also not allowed to downgrade the room to a smaller one, even though our team has gotten smaller and everyone is working from home.
• We've been asked for weeks to fill in the small business relief form, and found out that Regus is going to keep all the money which they recover on our behalf.
If anyone can relate to this or have been through legal proceedings with Regus I'd be very grateful for some advice.

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Regus Office space

I have been a Regus Customer since 2016/2017. Recently on March 13th, COVID 19 mandates went in to play. Later that month, I reached out to Regus to see what could be done since we were not able to come back to the office.
I reached out in March, and then April and May, June. I sent emails. Regus connects with me in June, and tells me that there is nothing that they can do.

In addition they admitted that they did not get back to me, and that when they were offering COVID help, they failed to inform me for which they apologized. Also I terminated 2 of 4 offices, due to losing partners and customers because of COVID...they also said that they will continue to bill me for the offices that I have terminated and is not using.

I would like a resolution.

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Regus Unethical attempts to require paying them more / extend terms to get refund for payments made for services not delivered

Below explains the complaint in detail (further below, I have pasted Regus' responses)...

From: Chris @ PricingWire
Sent: Wednesday, May 13, 2020 3:39 PM
To: 'Account. [protected]@regus.com'
Cc: 'Chris @ PricingWire' ; 'Bothell CanyonParkWest' ; 'Toni Lind Baker' ; 'Jeff Walker' ; 'Sandra. [protected]@regus.com'
Subject: Account PricingWire / Account # 98554XX

Hi Regus Help Team,

I am following up … as I proactively reached out to local staff at the Bothell, WA location … and they have informed me that Day Use Members can resume booking Day Offices.

Perhaps you can see past [historical] interactions I have had with Regus Support … in case you cannot I will attempt to briefly provide context for my email today.

Email Objective
Resolve the unsatisfactory and unethical offers and responses previously provided to me by Regus.

Background / Context
Here is a brief history of events …

• initially tested Regus day-office service without a contract

• decided to sign-up for a 1-year, 10-day-use-per-month Membership

• shortly after becoming a member discovered there were a lot of unhappy Regus members / customers

• In February, I proactively followed Regus' directions to terminate my contract to prevent it from auto-renewing
o was open to renewing manually … just did not want to be auto-renewed
o received email confirmation that contract / account was terminated and would not be auto-renewed
 agreement will end July 31, 2020. Further, your account will not auto renew
 Termination verification CRM:[protected]

• Regus locations were closed due to COVID-19 in March, I was unable to use 5-day-uses that I paid for
o Indeed, I understand this was out of Regus' control … but ethical business practices would be to offer Regus Day-Use Members the ability to use the unused day-uses-they-paid-for when facilities are open again … and perhaps include a requirement that those day-uses are used by _ [ date ]

• Regus charged my CC $300 in March for April, knowing their customers would not be able to use the service customers paid for

• I contacted Regus, requesting a refund for April ($300) … and hoping they would extend my ability to use the 5-day-uses I paid for, but was unable to use due to closure

• Regus replied with two (2) "offers" … with both offers … only providing refunds of payments (for services-paid-for — but-not-provided) if customer agreed to pay for an extended term of months.
o e.g., Regus will refund 1-month, if you agree to a pay for 3-more-months (refund $300, if you pay us $900)
o e.g., Regus will refund 2-months, if you agree to pay for 6-more-months (refund $600, if you pay us $1, 800)
o Regus acknowledges the case for a refund, but had decided to hold the refund hostage unless the customer agrees to pay them more.
o not sure how Regus leadership could conclude to use the words "Special help for Customers" in these email responses … as it was an attempt to manipulate customers and take advantage of customers for monetary gain in a difficult time for their customers
 ref: Special help for Customers - COVID-19 CRM:[protected]

• After additional attempts / follow-ups to Regus Help-Support … to confirm the above really was what they were offering their customers
o including the willingness to pay as long as I was credited / comp'd the day-uses I paid for … to be available to use in the future once facilities were re-opened
o I mean really, that seems more than understanding by a customer paying for $300 per month for service that Regus cannot provide
o and after Regus declined these more than reasonable arrangements s
o I was compelled to ensure that Regus could no longer charge my CC $300 for a service they did not intend to guarantee that I would receive
o I also disputed the CC charge of $300 by Regus for April, as they knew I would not be able to receive the service I was paying for

Next Steps
As mentioned at the beginning of this email, I proactively contacted the Bothell Canyon Park West location and was pleased to hear they are now open to day-use / day-office reservations.

Here is what I believe to be more-than-fair and acceptable looking forward ….

1. The March 5-day-uses I paid for and have been unable to use.
• I am willing to forfeit these as a demonstration of understanding that Regus was caught-off-guard by the COVID-19 stay-at-home-orders
• again, I do believe the right approach is to comp me those days for future use, if used by _ [ date ]

2. The $300 CC payment that Regus charged for April, while knowing I would not be able to use the service I was paying for.
• This should be fully refunded, the dispute acknowledged as appropriate.
• No customer should be required or coerced into having to agree to pay 3-times or 6-times more to receive a refund for services they paid for, but did not receive.
• I do not agree to any extension of the term of my agreement with Regus (again, this is truly and clearly unethical and should never have been how Regus conducts business).

3. While we are approaching the half-way mark for May, now that you are open for Day-Use Members to reserve day-offices.
• I am willing to complete payment for May via business check only (I do not trust Regus with my CC information).
• Please reply and include / confirm remit to address details (ref: May 2020 invoice [protected]).

4. For the remaining months … as long as the facilities are available for me to use the service I am paying for … I will pay by business check in advance of each individual remaining month of service.

How Regus responds to this email will determine my next steps and whether I am willing conclude Regus is acting in good-faith and ethically … and thus be open to choosing or recommending Regus for future business needs.

Respectfully,

Chris Hopf
Principal - Founder

PricingWire

*

Regus Responses... most recent on top...

From: Customer Service
Sent: Thursday, May 14, 2020 10:55 AM
To: Chris Hopf
Subject: Special Offer CRM:[protected]

Dear Chris Hopf.

I hope that this email finds you safe and well. I can understand your reaction. We really want to help our customers. Reducing your monthly commitment is in effect a subsidy from our business to yours, something which we are proud to offer.
We are seeing this being widely taken-up by our customers, which means the level of discount has been carefully calibrated.in this way, we provide the maximum benefit per customer whilst also ensuring the sustainability of our own business, so that we will be here to support you in our normal capacity as we come out of this crisis. We are not negotiating on these available offers; the only, best and quickest way to help the majority of our customers is to provide simple packages.
I appreciate how times may be hard for your business, and I encourage you to accept our offer, which you may still do by replying to this email with "Offer approved".

Thank you,
Staci Johnson
Customer Care Executive

*

From: Regus Account Helpdesk
Sent: Thursday, April 16, 2020 10:10 AM
To: Chris Hopf
Subject: Re: Special help for Customers - COVID-19 CRM:[protected]

Dear Chris,
We absolutely want to support all our customers in these unprecedented times.

I am very sorry that you do not feel this is sufficiently generous. We are proud of the support we're able to offer to hundreds of thousands of companies globally. Mostly, people are very thankful that we're able to work with them.

IWG supports millions of workers. We provide many services to help our customers work efficiently and we are keeping our centers running using small groups of dedicated volunteers from our team members. Thus, we have to maintain our business commitments.
We have a large number of customers that are providing numerous critical services during the current crisis, including the ambulance service, doctors and medical research companies, along with over 250, 000 people that we are supporting working at home.
We have seen enormous growth in support needed in recent weeks, particularly for our mail handling, internet, and technology services with so many people working remotely.

We are not able to negotiate on these available offers; the only, best and quickest way to help the majority of our customers is to provide simple packages.

I hope you will consider one of the options provided previously. If you could please respond to this email with "Option X Accepted" or "Offers Rejected" it would be greatly appreciated.

Please stay safe and healthy.

All the best.

Account Helpdesk

*

From: Regus Account Helpdesk
Sent: Wednesday, April 15, 2020 10:36 AM
To: Chris Hopf
Subject: Special help for Customers - COVID-19 CRM:[protected]

Dear Chris,

We are pleased to offer you some relief during these uncertain times. Please review the special assistance we are offering you and feel free to reach out to us if you have questions:

What is the special offer?

Offer 1
• 100% credit of your monthly Membership fee for April and for May
• Extend your existing term for an additional 6 months at the same price

Offer 2
• 100% credit of your monthly Membership fee for April
• Extend your existing term for an additional 3 months at the same price

How do I accept one of these offers?
Step 1: Decide which offer above best helps you and your business (Offer 1 or Offer 2)
Step 2: Reply to this email with the words "Offer 1 approved" or "Offer 2 approved" depending on which offer you want, and we will take care of the rest.

We do hope this helps take some of the pressure off during this difficult time and wish you and your family a safe and healthy few months ahead.

Please contact us if there is anything further you need. We are here to support you now and throughout your term with us.

Best,

Brenna H
Account Helpdesk

Please note:
• The above offers are available subject to the account being paid and up to date.
• Due to high volume it might take up to 5 business days to process your offer, once selected. We appreciate your patience.

*

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Update by Beware of Regus
May 18, 2020 10:39 am EDT

Holding a refund for services paid for but not received hostage, unless your customer pays you 3x or 6x more and extends term ... is not relief, it is unacceptable and it is unethical.

It is no wonder there are so many complaints and unhappy customers who regret trusting Regus.

Regus Reviews = do not take the risk, you will regret it ... your time and dollars deserve way better and the show zero signs of improvement.

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Regus Terminate contract prematurely because of temporary business closure due to world pandemic

Hi, We have been in contact with the local administration of Regus PH but until now, it seems that the issue was never resolved. We were asking if we could hold off or have a HIATUS on our rent whilst on lockdown (from March 28, 2020) since we are unable to use the office space and our business also has no means to make payments since we are closed and we do not have any income at all. I have been constantly "BEGGING" JULLIAN BALUYOT, CHERYL CANAPI and VALEIRY FLORES if they could stop it. We resorted ending the contract and asking for refund of retainer, but your staff is stronghold on inisisting that we need to pay. AGAIN, DUE TO THIS WORLD CRISIS, WE CANNOT PAY ANY RENT. We are planning to reopen by August or September, and if God knows when that time comes if we're really still going to reopen or not.

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Update by Rochelle Carin
Jun 01, 2020 7:32 pm EDT

Dear Sandra,

The issue, after several months, isn't RESOLVED. The offer you made is no help at all. I have been constantly sending replies. The office was cleared a couple of months ago. If we could stop any contracts at the moments, stop payments, and resume the contract when our business gets back on track by the end of the year, I'd be more than happy to extend my contract for another 6 months. As I have said, due to economic crisis, we do not have any profits made for the past 3 months, so its impossible for us to pay anything.

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Regus Customer Reviews Overview

Regus is a global provider of flexible workspace solutions. Catering to businesses of all sizes, they offer a range of products including fully serviced offices, virtual offices, co-working spaces, and meeting rooms. Clients can benefit from the flexibility to work from anywhere, with a professional environment on demand. Regus also provides business lounges and membership programs for access to their network of locations worldwide. Their services are designed to support the needs of modern professionals and businesses seeking cost-effective and agile office solutions.

Regus In-depth Review

Business Overview

Regus is a leading provider of flexible office space solutions for businesses of all sizes. With a history spanning several decades, Regus has established itself as a trusted name in the industry. The company's mission is to provide convenient and professional workspace options that meet the evolving needs of modern businesses. Regus values innovation, collaboration, and customer satisfaction, striving to create a productive and inspiring work environment for its clients.

Office Space and Facilities

Regus offers a wide range of office space options to cater to different business requirements. From private offices for individuals or teams to co-working spaces that foster collaboration, Regus has a solution for every need. The office facilities provided by Regus are of high quality, with comfortable furniture and modern amenities. The internet connectivity is reliable and fast, ensuring uninterrupted workflow. Additionally, Regus offers well-equipped meeting rooms that can be booked as needed. The locations of Regus centers are strategically chosen for accessibility and convenience, with many situated in prime business districts.

Membership Plans and Pricing

Regus provides various membership plans to suit different budgets and preferences. Whether you need a short-term solution or a long-term commitment, Regus has flexible options. The pricing structure is transparent and offers value for money, considering the quality of the facilities and services provided. Each membership plan comes with different features and benefits, such as access to additional amenities, discounts on meeting room bookings, and networking opportunities. Potential users can compare the plans to find the one that best fits their needs.

Customer Service and Support

Regus prides itself on its responsive and helpful customer service team. Whether you have a query or need assistance, the team is readily available to provide support. Technical support is also provided to ensure smooth operations and address any IT-related issues. Regus offers a user-friendly online platform for managing bookings and accessing resources, making it convenient for members to make arrangements and utilize the available services.

Networking and Community

Regus understands the importance of networking and community building for businesses. They organize networking events and community activities to facilitate collaboration and business growth. The effectiveness of the community in fostering connections and opportunities is commendable, as reported by existing members. Testimonials and feedback from these members highlight the positive impact of the networking aspect of Regus.

Flexibility and Scalability

Regus offers flexibility in terms of office space customization, allowing businesses to create a workspace that aligns with their unique requirements. The adaptability to changing business needs is a key strength of Regus. Upgrading or downgrading membership plans is a hassle-free process, enabling businesses to scale up or down as required. Additionally, Regus provides additional services and resources to support business growth, such as virtual office solutions and access to a global network of centers.

Reputation and Trustworthiness

Regus has built a strong reputation within the industry and among its customers. With a track record spanning many years, Regus has gained extensive experience in the office space industry. The company's credibility is further demonstrated through its awards, certifications, and partnerships. These accolades reflect the trustworthiness and reliability of Regus as a business solution provider.

User Reviews and Ratings

User reviews and ratings from various sources indicate a high level of satisfaction among Regus customers. The overall sentiment is positive, with users praising the quality of the office spaces, the convenience of the locations, and the professionalism of the staff. Common themes in the reviews include the flexibility of the membership plans, the effectiveness of the networking opportunities, and the ease of managing bookings through the online platform.

Pros and Cons

Regus offers several key strengths and advantages as a business solution provider. The flexibility in terms of office space options and membership plans is highly appreciated by users. The quality of the facilities and the convenience of the locations are also major advantages. However, some users have raised concerns about the pricing, especially for certain locations. While Regus is a leader in the industry, there is room for improvement in terms of pricing competitiveness and addressing specific customer needs.

Conclusion

In conclusion, Regus is a reputable and reliable provider of flexible office space solutions. With a wide range of office spaces, convenient locations, and a strong focus on customer satisfaction, Regus is suitable for businesses of all sizes and professionals from various industries. The networking opportunities and community events add value to the overall experience. Potential users are encouraged to explore Regus further and consider it as a viable option for their workspace needs.

Closing Remarks and Call to Action

To experience the benefits of Regus and find the perfect office space for your business, visit their website at www.regus.com. Take the first step towards a productive and inspiring work environment with Regus.
How to file a complaint about Regus?

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2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Regus. Make it specific and clear, for example, "Unjustified Billing Charges at Regus New York Office".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Regus. Mention specific key areas such as customer service, office conditions, billing disputes, contract terms, or any other relevant aspects of your interaction with the company. Include details of any transactions, clearly outlining the nature of the issue. If you have attempted to resolve the issue, describe the steps you took and the responses received from Regus. Explain how this issue has personally affected you, whether it be through time lost, financial impact, or stress.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as contracts, email correspondence, receipts, or photographs. Ensure that you do not include sensitive personal information in the documents you are uploading for your own security.

6. Filing optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred as a result of the issue with Regus. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it be a refund, service improvement, or an apology.

7. Review before submission: Carefully review your complaint to ensure that it is clear, accurate, and complete. Check for spelling and grammar errors, and make sure that all the relevant information has been included to support your case.

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9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. You may receive feedback from other users or potentially from Regus itself, so it is important to stay informed about the progress of your complaint.

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